Front Office Manager

Job Summary

The Front office manager coordinates the daily functions of the hotel front desk, night audit, bell person, hotel concierge and beach services. This position works closely with the housekeeping and maintenance departments to deliver exceptional accommodations and customer service to the guests. Additionally, the Front Office Manager trains and manages staff, supervises administrative and clerical duties, and addresses customer complaints and queries.

Primary Responsibilities & Essential Functions

• Attend weekly management meetings
• Assist front desk with their duties/ help create their daily procedures
• Troubleshoot system errors
• Answer phones and respond to emails
• View and organize reservations
• Follow-up on guest complaints or issues
• Complete payroll by the designated due date
• Create weekly schedules
• Ordering, Invoicing, and inventory of the needed supplies
• Responsible for covering hourly shift
• Defining and implementing front desk objectives and procedures
• Training of staff and managing of shift schedules
• Tending to guests’ complaints and procedures
• Administrative duties such as filing and updating records, among others, as needed
• Maintaining front desk office supplies and equipment
• Ensuring the front desk and reception area is kept clean and organized
• Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines
• Assist in the development and monitoring of the budget to provide top quality customer service
• Compile occupancy reports and financial information for the general manager
• All other duties as assigned

Education and Experience

•  Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needs
• Ability to read, write, speak, and communicate in basic English preferred
• Bachelor’s degree in hospitality or similar
• A minimum of 2 years’ experience as a front desk agent
• Leadership experience preferred
• Background in front office operations and housekeeping

Knowledge, Skills, Abilities

• Detail oriented and thorough
• Ability to perform consistent work to the highest of standards
• Ability to remain discreet and respect the privacy of guests
• Proficient in word and excel
• Ability to interact with guests in a pleasant friendly way
• Ability to lead and train efficiently and effectively
• Ability to provide exceptional customer service
• Ability to solve issues independently
• Critical thinking skills
• Basic knowledge of bookkeeping
• Excellent time-management skills
• Proven ability to respond effectively to sensitive inquiries or complaints
• Ability to calculate figures and amounts, such as discounts, interest, commissions, proportions, percentages, etc.
• Interpersonal skills, high level of communication skills, ability to make decisions and lead others
• Understanding of how Housekeeping and Front Office work together

Physical Demands

• Walking, standing for long periods of time
• Lifting, bending, reaching as needed
• Frequent keyboarding
• Must be able to life 25lbs

Working Conditions

• Primarily indoors with exception of assisting bellman or guests outside
• Possible exposure to extreme heat or cold depending on season
• Possible exposure to a somewhat noisy environment